Tim Hortons — Restaurant in Innisfil

0/10 service. Multiple times I have gone in and ordered a vanilla iced capp; all of which gave been given to me as a regular one. When I say something about it the response is “yes, that’s vanilla” when it so clearly isn’t. I have watched them make it too. It has happened about five or six times prior to writing this review. I enjoy vanilla iced capps and thus return, only to be angered when they give out a regular and try to pass it off as vanilla. It isn't difficult to follow an order receipt. If it was only once then I can understand, but five or six times is completely unacceptable. Just this morning, they tried to take my picture without asking first, and when I told them no I could hear them laughing about it as I'm walking out. It is utterly disgraceful and disgusting. Not only have to screwed my order up a plethora of times and have been rude to me about it, but I have also found hair in my meals whenever I bring myself to get one. Dark black hair, which means it isn’t mine. A team of untrained staff, who do not understand English or how to communicate in a healthy way.

This tims should be evaluated. I have been reading other reviews and agree with all of them. The staff here—no matter the time—are nasty, disgusting, and are just down right rude. They do not know how to make what their store offers, they just make whatever they please and hope the customer doesn’t notice. They have at least seven or eight people working drive thru—majority of them doing nothing while others are working their asses off—and people who do not understand anything at the front counter.

Absolutely a 0/10 for customer service. If I could give negative stars, I would.

May 15th, 2025 Update: I went through the drivethru to get an iced capp—which is something I have NOT done since this review was originally posted. I have been spending the extra money and getting Starbucks because unlike this Tims, Starbucks is friendly with their customers, quick, and always made CORRECTLY the first time (as per my original review). Against my better judgement, and I wish this hadn’t happened, I was craving an iced capp; so off to Tim’s I go. I went into the farther drivethru, and sat in the line for over ten minutes while the other line was moving quickly. I wasn’t the only one waiting in this line for that long, because there was an entire lineup behind me and the car in front of me (who had been at the speaker for over five minutes already), and we watched as the other line moved incredibly fast.

When I got up to the window (finally!) I informed the lady there and said they shouldn’t have been ignoring an entire lane for over ten minutes. She decided to try and tell me they were not ignoring us, and in fact, I was only there for a few minutes (??? I got there at 11:30AM, and my order was only taken at 11:45AM. I got my order at 11:50AM. That is not “a few minutes”.) She used the excuse they were training, which is fine—I get it, train your damn employees not to make fatal mistakes and lose customers—however, a ten+ minute wait as the second car in that lane was absolutely ridiculous, and it should NOT have taken them that long to get to us at all, while again, the other lane was moving rather quickly. People who got there five minutes AFTER me were out, got their order, and gone before I even got to place my order. Speaking to a manager months ago did absolutely nothing, and I do not recommend this Tims whatsoever. There are too many people in one spot doing absolutely nothing, and then you have the employees who theoretically should know what they’re supposed to be doing, but don’t. This location is an absolute disgrace. To the people who work there; I hope you read this and realize your customer service skills suck. They need fine tuning and a lesson on manners and ethics. I will never be visiting this location again, and most likely, every individual behind me who were also being ignored, will not be either. I will be taking my money elsewhere, and spend more money on something made right...

I'm not usually one to complain, but this place is by far the worst Tim Horton's I've ever been to. I've worked in the food service industry for over 15 years, so I know how it is when you're in the rush and there's lots of orders coming in: Mistakes get made, nobody's perfect. But there is no excuse for how many order mix-ups and lack of sufficient product issues I've seen with this location. (Especially when they're not busy.) "Sorry, we're out of hash browns", "out of sausage", "out of home style biscuits"- "out of crispy chicken" I'm surprised they're not out of coffee too half the time I'm there to be honest. (And getting spoiled lettuce, badly damaged buns, English muffins etc. with sandwiches is not uncommon either unfortunately.) The staff are polite, but need some much better management to ensure there is enough product being ordered/hot and ready so they're not consistently running out of everything, and to DOUBLE and TRIPLE check drive through orders for accuracy before handing it over to the customer. In short, Tim Horton's head office realy needs to transfer some experienced staff here for emergency support/training for this location. It really doesn't live up to the standard that I know most people expect from...

Terrible Experience at Innisfil Location

Last night, my husband and I visited the Tim Hortons in Innisfil and had a very disappointing experience. We ordered two Roast Beef & Cheddar Artisan Sandwiches, a regular favorite of ours at other Tim Hortons locations. We specifically requested that one sandwich be without cheddar and the other without sauce.

After waiting about 10 minutes, we received our order only to realize that both sandwiches were missing key ingredients – lettuce and tomato, which are clearly shown on the menu and listed in the item description. When we politely pointed this out, the young man working at the counter (who seemed to be the supervisor) completely dismissed our concern, even after we showed him the official menu image and description.

We were extremely disappointed with his attitude and lack of customer service. We ended up returning the food, but despite having purchased a separate can of drink, they did not refund us for it. It may be the only Tim Hortons in Innisfil, but that doesn’t justify the poor service and disrespect we experienced. We will never return – and we highly recommend avoiding this...